New phone Samsung galaxy s24. App is not accepting video verification. Gone through the steps loads of times, good lighting for video, mic, camera etc enabled for Monzo app, uninstalled & reinstalled app countless times, followed the link on email to log in, spoke to Monzo on the phone 4 times,
To say this has been frustrating is really putting it mildly.
I have been able to transfer all other debit and credit cards over with any issues at all whatsoever so why is Monzo the ONLY one that has been bad at this.
I have been fiddling with this for the past 90 minutes with the same instructions coming from Monzo and going round in a loop. I like using the card but…
You can contact Monzo Support to see what they can do.
Monzo Support is available by in-app chat or by phone on 0800 802 1281 from 7am - 8pm, Mon - Sun for non-urgent support and queries, and 24/7 for urgent support. You can also email help@monzo.com, or contact Monzo through their accounts on various social media platforms, although the quickest way to get support is always through the in-app chat.
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If you need help finding out how to contact Monzo Support:
Help tab → search → search “contact support” → tap on “contacting support” → tap on “tap here to get started”.
You’ll then be given a mini questionnaire to help Monzo direct you to the right support department. Please bear in mind that support could take anywhere from a couple of minutes to several hours to get back to you.
You could have just put what’s relevant not the rest of it. These posts just look like a badly coded bot and each time you post it you seem to add more crap to it.
Is it not calling the camera through the app to enable to you record?
Or does it show you the camera working but not allowing you to record?
Monzo can reset those settings/permissions I think from their side (can’t remember the more technical wording for it) for android devices.
If it allows you to record but just doesn’t upload, possibly a connection issue.
Lastly, if you don’t see the record button at all, maybe reduce your screen size settings to default/normal size if you ever adjusted it to see if that helps.
I added a shortcut to support - surely that’s helpful… Not gonna get into an argument over this though.
I will stop copy and pasting my message where it’s not relevant/needed
Either way in this case, OP needs to send some screenshots of what’s happening. Another case of a user thinking people can telepathically know what’s wrong.
Just remind yourself you don’t work for monzo and aren’t paid for extra effort here.
Sometimes short/brief is better. Problems like OP raised does require a bit more digging though as it’s very unclear at what specific point are they struggling with.
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